VP, Head of Client Services

Job purpose

The role serves as the main contact for asset management clients, handling their everyday questions and ensuring a consistently strong service experience across all client interactions. It also involves overseeing onboarding, account upkeep, and reporting so that the client journey remains smooth and aligned with service standards.

You will work closely with Relationship Managers, Portfolio Managers, and Operations colleagues to address client needs, close requests efficiently, and keep service commitments on track. A further part of the role is to track client satisfaction and look for ways to improve service quality and deepen client relationships.

The position requires someone who reflects and promotes the organization’s values in daily work.

Key accountabilities

• Bring a strong client-first approach with excellent interpersonal and communication skills.
• Maintain a solid working knowledge of asset management products, operational workflows, and the end-to-end client lifecycle.
• Handle several client relationships at once while staying effective in high-pressure situations.
• Work with accuracy, solve problems proactively, and consistently aim for high service standards.
• Manage client questions, requests, and supporting documents with speed and precision.
• Make sure reports, statements, and account-related updates are issued correctly and on time.
• Escalate more complex issues to the appropriate teams and track them through to closure.
• Support ongoing service improvements that elevate the overall client experience.

Qualifications and experience

• Background in client servicing and relationship support.
• Experience with client onboarding and KYC processes.
• Knowledge of service KPIs and SLA monitoring.
• Ability to manage client queries and issue resolution effectively.
• Experience maintaining CRM records and client data.
• 10 to 15 years of professional experience.